Product Support manager, gUP Play Customer Care Team - Google
Boulder, CO
About the Job
Minimum qualifications:
- Bachelor’s degree or equivalent practical experience.
- 5 years of experience in a technical project management or a customer-facing role.
Preferred qualifications:
- Experience in the tech industry, particularly with Artificial Intelligence (AI) and automation technologies.
- Experience managing customer-facing projects, including gathering requirements, coordinating stakeholders, and delivering results.
- Ability to manage multiple projects with engaging priorities while working independently to drive projects to completion with minimal guidance and high attention to detail.
- Ability to draw insights from data, recommend a path forward, and project manage across groups/through recommended actions.
About the job
In gTech Users and Products (gUP), our mission is to advocate for Google’s users by creating helpful and trusted experiences across the product ecosystem. We achieve this by meeting partners and consumers where they are with support and help, representing their needs with our product partners and proposing fixes and features that elevate their engagement with Google's diverse product ecosystem. Additionally we provide a range of product services that ensure our products are optimized for every user, no matter where they are in the world (e.g., localization, digitization, partner integration, and more).
As a Product Support Manager on Google Play, you are passionate about helping billions of users at scale. You enjoy both landing new features with our users and working on a project basis to solve problems leveraging your operational, and program management skills to the team, including influencing product strategy, developing scalable product solutions, helping onboard new users, optimizing workflows, and providing technical implementation services to our users, with the goal of delivering outcomes.
Google creates products and services that make the world a better place, and gTech’s role is to help bring them to life. Our teams of trusted advisors support customers globally. Our solutions are rooted in our technical skill, product expertise, and a thorough understanding of our customers’ complex needs. Whether the answer is a bespoke solution to solve a unique problem, or a new tool that can scale across Google, everything we do aims to ensure our customers benefit from the full potential of Google products.To learn more about gTech, check out our video.Responsibilities
- Understand and deliver all aspects of customer support. Continually strive to make customer support become a differentiator for Google.
- Manage product or feature launch requirements and readiness among various support channels.
- Identify and escalate user-reported bugs and issues.
- Collaborate with cross-functional teams to analyze and act on user insights data. Oversee support programs in collaboration with Third Party (3P) vendor partners.
- Manage reporting and communications of Key Performance Indicator (KPIs) and key Ops metric.
